[UPDATED 2024] Free Avaya 33160X Exam Questions Self-Assess Preparation
33160X Free Sample Questions to Practice One Year Update
Avaya 33160X certification exam is designed to test an individual's knowledge and skills related to Avaya Workforce Engagement Support. Avaya Workforce Engagement Support Certified Exam certification validates the expertise of the candidates in providing technical support for the Avaya Workforce Engagement (AWE) products and solutions. 33160X exam is also known as the Avaya Workforce Engagement Support Certified exam.
Avaya 33160X certification exam is a technical certification exam designed for IT professionals who are interested in becoming certified in Avaya Workforce Engagement Support. Avaya Workforce Engagement Support Certified Exam certification exam focuses on testing and validating the skills and knowledge required to install, configure, and manage the Avaya Workforce Engagement Support solution.
NEW QUESTION # 35
You are selecting the new server roles for recording.
To assure your Avaya Contact Recorder Advanced (ACRA) Works properly, which three server roles are valid? (Choose three)
- A. Screen Recorder
- B. Recorder Integration Service
- C. IP Recorder
- D. RTP Proxy
- E. Replay role
Answer: A,C,E
Explanation:
Explanation
According to the Avaya Contact Recorder Advanced Installation Guide1, the following server roles are valid for recording:
RTP Proxy: This role is responsible for receiving RTP streams from the network and forwarding them to the IP Recorder role. It also handles SIP signaling for call recording.
IP Recorder: This role is responsible for recording RTP streams received from the RTP Proxy role and storing them as audio files on the disk. It also handles metadata extraction and encryption of the recordings.
Screen Recorder: This role is responsible for recording the screen activity of the agents using a screen capture driver. It also handles compression and encryption of the screen recordings.
The other two roles, Recorder Integration Service and Replay role, are not directly involved in recording, but rather in integrating with other systems and providing playback functionality.
References: 1: Avaya Contact Recorder Advanced Installation Guide
NEW QUESTION # 36
In Archive, what is the function of a campaign?
- A. It defines the physical repository for archived content.
- B. It defines when and how fast archive activity may occur on a recorder.
- C. It defines filter rules to determine which recordings to archive.
- D. It defines how to perform a specific archive task against a specific media.
Answer: C
Explanation:
Explanation
According to the Avaya Workforce Engagement Support Administration Guide, a campaign is a set of filter rules that define which recordings to archive. A campaign can include filters based on date range, recording type, agent ID, DNIS, ANI, and other criteria. A campaign can also specify whether to archive audio only, screen only, or both. A campaign can be associated with one or more archive profiles, which define the destination and format of the archived content. References: Avaya Workforce Engagement Support Administration Guide, page 105.
NEW QUESTION # 37
You are going to the customer site to start your Avaya Workforce Engagement installation. You have the documentation, but when you review yourchecklist, something is missing. Which important thing is missing in your installation checklist?
- A. Administrator account
- B. MSA and DMSA account
- C. IMSA account
- D. Wsuper user account
Answer: C
Explanation:
Explanation
The IMSA account is an important thing that is missing in the installation checklist. The IMSA account is a service account that is used to run the Avaya Workforce Engagement services and access the Archive Database. The IMSA account must be created beforeinstalling the Avaya Workforce Engagement software and must have the appropriate permissions and privileges. The IMSA account must also be added to the local Administrators group on each server where Avaya Workforce Engagement components are installed1 References: 1: Avaya Workforce Engagement Support - Installation Guide, page 18-192
NEW QUESTION # 38
Which statement about Central Archive is true?
- A. The archive role resides on the recorder.
- B. It uses campaigns (rules) to determine which recordings to archive.
- C. It archives 100% of recordings (Compliance).
- D. It pulls and archives specified recordings from a local recorder only.
Answer: B
Explanation:
Explanation
According to the Avaya Workforce Engagement Support Administration Guide, Central Archive is a feature that allows administrators to archive recordings from one or more recorders to a central location. Central Archive uses campaigns, which are sets of filter rules that define which recordings to archive based on criteria such as date range, recording type, agent ID, DNIS, ANI, and others. Central Archive does not pull and archive specified recordings from a local recorder only, as it can archive recordings from multiple recorders.
The archive role does not reside on the recorder, but on a separate server that communicates with the recorder.
Central Archive does not archive 100% of recordings, as it depends on the campaign configuration. References: Avaya Workforce Engagement Support Administration Guide, page 105.
NEW QUESTION # 39
The technician is configuring the Enterprise Manager.
Which statement is true about task that can be completed under Enterprise Manager?
- A. It connects Recorder with the third-party system
- B. It sets up recorder roles, which define the functionality of servers
- C. Itassignscall buffer disk settings an logical drives to the contact recording environtment
- D. It captures and processes events from server interfaces
Answer: B
Explanation:
Explanation
According to the Avaya Workforce Optimization Select Installation Guide, Enterprise Manager is a web-based application that allows the administrator to configure and manage the Avaya Workforce Engagement system.
One of the tasks that can be completed under Enterprise Manager is to set up recorder roles, which define the functionality of servers. Recorder roles specify which components and services are installed and enabled on each server, such as voice recording, screen recording, quality management, speech analytics, etc. The administrator can assign one or more recorder roles to each server in the system. References: Avaya Workforce Optimization Select Installation Guide
NEW QUESTION # 40
You are in the process of creating a new supervisor on the Framework server . you have created the user profile, but when you try to assign access rights, the "Edit Access Rights" button is greyed out. What is causing this problem?
- A. You have not created the profile as a supervisor
- B. You have not created a valid profile
- C. You have not created the user name and password .
- D. You have not created the profile as a manager
Answer: A
Explanation:
Explanation
According to the Avaya Workforce Optimization Select Administration Guide, one of the possible causes for the "Edit Access Rights" button being greyed out when creating a new user on the Framework server is that the user profile has not been created as a supervisor. Only supervisors can have access rights assigned to them, which determine what functions and features they can access in the Avaya Workforce Engagement system. To create a user profile as a supervisor, the administrator must select "Supervisor" from the Role drop-down list in the User Details tab of the User Profile screen. References: Avaya Workforce Optimization Select Administration Guide
NEW QUESTION # 41
When using the capture status tool for troubleshooting, what kind of information is collected?
- A. Details for audio and screen capture, channels, extensions, and workstations
- B. Information on adapters, data sources, recording rules, recorders, and real time monitors.
- C. Summary of thresholds for CPU usage, memory, recordings, and lag time
- D. Summary of all recorded lines
Answer: B
Explanation:
Explanation
According to the Avaya Contact Recorder Administration Guide, the capture status tool is a web-based application that provides information on adapters, data sources, recording rules, recorders, and real time monitors. The capture status tool can be used for troubleshooting and monitoring the recording system. The tool can display the status of each component, such as online, offline, or error. The tool can also show the details of each component, such as name, type, IP address, port, version, and configuration. The tool can also provide logs and statistics for each component, such as number of calls recorded, number of errors encountered, and number of active channels. References: [Avaya Contact Recorder Administration Guide]
NEW QUESTION # 42
A technician has installed Screen Capture on an employee Workstation and reads to verify if Screen Capture is running. The technician checks Task Manager Which two processes must be running to ensure that communication with the recorder is enabled for capturing the screen? (Choose two)
- A. ScreenRecorder.exe
- B. WCapW32.exe
- C. Wcapwlistener.exe
- D. ScreenCapture.exe
Answer: A,B
Explanation:
Explanation
According to the Avaya Workforce Engagement Support Installation Guide, Screen Captureis a feature that allows administrators to capture and record the screen activity of employees' workstations. Screen Capture requires two processes to be running on the employee workstation to ensure that communication with the recorder is enabled for capturing the screen: ScreenRecorder.exe and WCapW32.exe. ScreenRecorder.exe is the process that captures the screen activity and sends it to the recorder. WCapW32.exe is the process that listens for commands from the recorder and controls the ScreenRecorder.exe process. The other processes, such as Wcapwlistener.exe and ScreenCapture.exe, are not related to Screen Capture. References: Avaya Workforce Engagement Support Installation Guide, page 57.
NEW QUESTION # 43
A technician is preparing for an upgrade from Workforce Optimization (WFO) Vll to Avaya Workforce Engagement R20.X .Which upgrade path must be used?
- A. In-place upgrade to R20.x in Windows 2012 R2 (grey kit)
- B. Side-by side or hardware reuse migration to R20.x
- C. Two step upgrade process, to V15.1 first, then to R20.x
- D. Side-by side upgrade to R20.x in Windows 2016
Answer: C
Explanation:
Explanation
The upgrade path from Workforce Optimization (WFO) Vll to Avaya Workforce Engagement R20.X is a two step upgrade process, to V15.1 first, then to R20.X. This is because WFO Vll is not compatible with Windows Server 2016, which is required for R20.X. Therefore, the first step is to upgrade WFO Vll to V15.1 on Windows Server 2012 R2, and then the second step is to upgrade V15.1 to R20.X on Windows Server 2016.
This upgrade path applies to both side-by-side and hardware reuse migration scenarios. The other options are not valid upgrade paths for WFO Vll to R20.X.
Avaya Workforce Engagement Installation Guide
[Avaya Workforce Engagement Upgrade Guide]
NEW QUESTION # 44
In the archive configuration, which service runs on a Recorder or standalone Central Archive service and performs the actual archive activity?
- A. Recorder Archiver Service
- B. Content Server
- C. Archive Web Service
- D. Archive Database
Answer: A
Explanation:
Explanation
The Recorder Archiver Service is a service that runs on a Recorder or standalone Central Archive service and performs the actual archive activity. It is responsible for moving the recordings from the Recorder to the Archive Database and Content Server, as well as deleting the recordings from the Recorder after they are archived. The Recorder Archiver Service also handles the encryption and decryption of the recordings, if enabled1 References: 1: Avaya Workforce Engagement Support - Archive Configuration Guide, page 9
NEW QUESTION # 45
Which monitoring tool is used to show a visual update on how the Recorder and its components are working in recorder manager?
- A. Status SummaryThresholds
- B. Capture Status
- C. Configuration Checker
- D. Recorder Status Summary
Answer: D
Explanation:
Explanation
The Recorder Status Summary is a monitoring tool in the Recorder Manager that shows a visual update on how the Recorder and its components are working. It displays information such as:
The status of the Recorder service, Capture service, Disk Manager service, and Database service.
The number of active channels, active calls, and recorded calls.
The disk space usage and availability for each partition.
The CPU usage and memory usage for each service.
The network bandwidth usage for each channel.
The error logs and alerts for each component.
NEW QUESTION # 46
Which three Avaya Workforce Engagement maintenance tasks should be completed in a daily or weekly basis? (choose three).
- A. Check active alarms
- B. Consider loading trends.
- C. Check data fragmentation
- D. Confirm Services are running
- E. Perform Database backups
Answer: A,D,E
Explanation:
Explanation
According to the Avaya Workforce Optimization Select Administration Guide, the following are some of the maintenance tasks that should be completed on a daily or weekly basis:
B: Check active alarms. The administrator should monitor the health status of the servers and services in the Avaya Workforce Engagement system and check for any active alarms that indicate critical or major issues. The administrator can use Enterprise Manager to view the alarms and their details, such as severity, description, time, and resolution steps. The administrator should resolve the alarms as soon as possible to avoid any impact on the system performance or functionality.
C: Confirm Services are running. The administrator should verify that all the services and components that are required for the Avaya Workforce Engagement system are running properly on each server. The administrator can use Enterprise Manager to view the status of each service and component, such as online, offline, orerror. The administrator should restart any service or component that is not running or has an error status.
D: Perform Database backups. The administrator should perform regular backups of the databases that store the configuration and data for the Avaya Workforce Engagement system, such as the Framework database, the Recorder database, and the Quality Management database. The administrator can use Enterprise Manager to schedule and manage the database backups, as well as restore them in case of a disaster recovery scenario.
The statements A and E are incorrect because:
A: Consider loading trends. This is not a maintenance task that should be completed on a daily or weekly basis, but rather a planning task that should be done before installing or scaling the Avaya Workforce Engagement system. The administrator should consider the loading trends of the contact center, such as the number of agents, channels, interactions, evaluations, etc., and determine the optimal deployment level and server configuration for the system.
E: Check data fragmentation. This is not a maintenance task that should be completed on a daily or weekly basis, but rather an optimization task that should be done periodically or when needed. The administrator should check the data fragmentation of the databases that store the configuration and data for the Avaya Workforce Engagement system, such as the Framework database, the Recorder database, and the Quality Management database. Data fragmentation occurs when data is stored in non-contiguous blocks on the disk, which can affect the performance and efficiency of the database operations. The administrator can use Enterprise Manager to analyze and defragment the databases to improve their performance. References: Avaya Workforce Optimization Select Administration Guide
NEW QUESTION # 47
Which documentation category covers the Avaya Workforce Engagement install and configure process up to the successful SAT on the customer site?
- A. Deployment reference guides.
- B. Implementation guides.
- C. End-user guides
- D. Product document guides
Answer: B
Explanation:
Explanation
According to the Avaya Documentation website1, the documentation category that covers the Avaya Workforce Engagement install and configure process up to the successful SAT on the customer site is Implementation guides. Implementation guides provide step-by-step instructions on how to install, configure, test, and troubleshoot Avaya Workforce Engagement components and features on various platforms and environments. Implementation guides also include information on system requirements, prerequisites, best practices, tips, and examples for successful deployment of Avaya Workforce Engagement solutions. References: Avaya Documentation
NEW QUESTION # 48
In which migration process to Avaya Workforce Engagement can the test mode migration be used?
- A. In-place
- B. Server reuse
- C. Site migration
- D. Side-by-side
Answer: D
Explanation:
Explanation
The test mode migration can be used in the side-by-side migration process to Avaya Workforce Engagement.
The side-by-side migration process involves installing a new target system with the latest version of Avaya Workforce Engagement and migrating data from an existing source system with an older version of Avaya Workforce Engagement. The test mode migration allows users to perform a trial run of the migration process without affecting the production environment. The test mode migration can help users verify the migration steps, identify potential issues, and estimate the time required for the actual migration6 References: 6: Avaya Workforce Engagement Support - Migration Guide, page 16-177
NEW QUESTION # 49
A technician is configuring the recorder Integration Service in Recorder Manager to allow the recorder to communicate with the switch Which statement is true about CTI adapter?
- A. There is just one CTI adapter per system
- B. CTI adapter is required to receive call signalling and meta data from the
- C. CTI adapter is not necessary for Integration Service
- D. There is just one CTI adapter per data source
Answer: B
Explanation:
Explanation
According to the Avaya Workforce Engagement Support Installation Guide, the recorder Integration Service is a component that enables the recorder to communicate with the switch and receive call signaling and metadata.
The recorder Integration Service requires a CTI adapter, which is a software module that connects to the switch and provides the necessary information to the recorder. There can be multiple CTI adapters per system, depending on the number of data sources and switches. A CTI adapter is necessary for Integration Service, as it is responsible for providing the call data to the recorder. References: Avaya Workforce Engagement Support Installation Guide, page 18.
NEW QUESTION # 50
Which three statements about the Framework platform are true? (Choose three)
- A. The platform is HW independent.
- B. It can be installed with another platform on the same hardware.
- C. It is a predefined set of Server Roles that are deployed together on the same machine.
- D. The platform is Windows OS independent
- E. Requires a locally installed instance of Microsoft SQL.
Answer: A,B,C
Explanation:
Explanation
B: It is a predefined set of Server Roles that are deployed together on the same machine. This is true because the Framework platform is a logical grouping of Server Roles that are installed on a single server. A Server Role is a functional component of Avaya Workforce Engagement that provides specific capabilities, such as Recorder, Central Archive, or Quality Monitoring. The Framework platform includes the following Server Roles: Framework Enterprise Manager, Framework Services, Framework Database, and Framework Web Services3 C: The platform is HW independent. This is true because the Framework platform can be installed on various hardware types, such as Dell PowerEdge, HP ProLiant, or VMware virtual machines. The hardware requirements depend on the number of channels to be recorded and the number of concurrent users4 E: It can be installed with another platform on the same hardware. This is true because the Framework platform can coexist with another platform on the same server, such as Recorder or Central Archive.
This enables flexibility and scalability for the system. However, some platforms cannot be installed together on the same server, such as Quality Monitoring and Screen Capture5 References: 3: Avaya Workforce Engagement Support - Installation Guide, page 142 4: Avaya Workforce Engagement Support - Installation Guide, page 15-162 5: Avaya Workforce Engagement Support - Installation Guide, page 172
NEW QUESTION # 51
Where can an Avaya Workforce Engagement administrator see all user changes in its administrative pages?
- A. The alarm status
- B. The installer log
- C. The user log
- D. The Audit viewer
Answer: D
Explanation:
Explanation
The Audit Viewer is where an Avaya Workforce Engagement administrator can see all user changes in its administrative pages. The Audit Viewer is a tool that records and displays all the actions performed by users in the system, such as logging in, changing settings, creating schedules, and so on2. The Audit Viewer can help administrators monitor user activity, troubleshoot issues, and ensure compliance2.
NEW QUESTION # 52
When running backups in Avaya Workforce Engagement, what must be used to execute this task?
- A. Database Management Service Account
- B. Installation Account
- C. Maintenance Account
- D. Management Service Account
Answer: C
Explanation:
Explanation
The Maintenance Account is used to run backups in Avaya Workforce Engagement. The Maintenance Account is a special account that is created during installation and is used for maintenance tasks, such as backup and restore, database management, and license activation1.
NEW QUESTION # 53
When administering users for Avaya Workforce Engagement, what is the first step in the user management workflow?
- A. Create organizations and groups
- B. Create user profiles
- C. Assign users to role and scope
- D. Create roles
Answer: A
Explanation:
Explanation
The first step in the user management workflow for Avaya Workforce Engagement is to create organizations and groups. Organizations and groups are logical entities that represent the structure of the business or contact center. Organizations and groups can be used to define the scope of access and permissions for users, roles, and recording rules. Organizations and groups can be created manually or imported from a CSV file or an LDAP server5 References: 5: Avaya Workforce Engagement Support - User Management Guide, page 9-106
NEW QUESTION # 54
Which three are capabilities and customer impacts of using Avaya Workforce Engagement? (Choose three)
- A. It can optimize the workforce.
- B. It can provide expert agent selection distribution.
- C. It can improve processes.
- D. It can enrich interactions.
- E. It can generate real time reports.
Answer: A,C,D
Explanation:
Explanation
According to the Avaya Workforce Engagement Overview Video1, Avaya Workforce Engagement is a solution that helps contact centers transform their customer experience by gaining deeper insights into customer interactions and improving agent performance, processes, and operations. Some of the capabilities and customer impacts of using Avaya Workforce Engagement are:
A: It can optimize the workforce. Avaya Workforce Engagement can help contact centers optimize their staffing levels, schedules, training, coaching, and development of their agents. By using historical data and trends, Avaya Workforce Engagement can help contact centers forecast their workload and demand across differentchannels and time periods, and assign the right number and skill of agents to meet their service goals. By using automatic scorecards and e-learning courses, Avaya Workforce Engagement can help contact centers monitor, assess, and improve their agent performance, efficiency, productivity, and satisfaction.
B: It can improve processes. Avaya Workforce Engagement can help contact centers improve their processes by capturing and analyzing voice and digital interactions with customers. By using advanced speech analytics and conversational analytics, Avaya Workforce Engagement can help contact centers identify customer needs, expectations, preferences, sentiments, behaviors, issues, opportunities, trends, etc., and use this intelligence to enhance their service processes, policies, procedures, scripts, etc., to deliver a consistent and personalized customer experience.
C: It can enrich interactions. Avaya Workforce Engagement can help contact centers enrich their interactions with customers by providing real-time assistance and guidance to their agents. By using live monitoring and screen capture tools, Avaya Workforce Engagement can help contact centers observe their agent-customer interactions live and intervene when needed to provide prompts, resources, feedbacks, suggestions etc., to help their agents resolve customer queries effectively and efficiently.
The statements D and E are incorrect because:
D: It can provide expert agent selection distribution. This is not a capability of Avaya Workforce Engagement but rather a capability of Avaya Experience Platform Attribute-Based Routing2.
Attribute-Based Routing is a feature that allows contact centers to match customers with agents based on various attributes such as skills, preferences, availability, performance, etc., to provide an optimal customer experience.
E: It can generate real time reports. This is not a capability of Avaya Workforce Engagement but rather a capability of Avaya Experience Platform Artificial Intelligence2. Artificial Intelligence is a feature that allows contact centers to leverage the power of AI to generate real time reports and insights that can help them optimize their customer engagement and omnichannel service strategies across assisted and self-service channels.
NEW QUESTION # 55
Which three statements describe the prerequisites for installing Avaya Workforce Engagement server in deployment level 3,4 or 5? (choose three).
- A. The Framework components can be installed in a workgroup environment.
- B. Date center servers can be split in multi-domain forests.
- C. The Framework components can be installed using a Management Service Account (MSA).
- D. Date center zone servers, service user and group account, must all be members of the domain 's Active Directory.
- E. The Framework components need to be installed using a domain account with loca administrator privileges in the Framework server.
Answer: C,D,E
Explanation:
Explanation
According to the Avaya Workforce Optimization Select Installation Guide, the prerequisites for installing Avaya Workforce Engagement server in deployment level 3, 4 or 5 are as follows:
B: The Framework components can be installed using a Management Service Account (MSA). An MSA is a domain account that has local administrator privileges on all servers in the Framework domain. The MSA is used to install and run the Framework services and components.
C: The Framework components need to be installed using a domain account with local administrator privileges in the Framework server. This account is different from the MSA and is used to log in to the Framework server and run the installation wizard.
D: Data center zone servers, service user and group account, must all be members of the domain's Active Directory. A data center zone is a logical grouping of servers that share common resources and settings. A service user account is a domain account that has local administrator privileges on all servers in the data center zone. A service group account is a domain group that contains all service user accounts in the data center zone.
The statements A and E are incorrect because:
A: Data center servers can be split in multi-domain forests. This is not a prerequisite for installing Avaya Workforce Engagement server, but rather an optional configuration that allows for more flexibility and scalability. However, this configuration requires additional steps and considerations, such as setting up trust relationships between domains and configuring DNS suffixes.
E: The Framework components can be installed in a workgroup environment. This is not a prerequisite for installing Avaya Workforce Engagement server, but rather an alternative configuration that is only supported for deployment level 1 or 2. A workgroup environment does not use Active Directory or domain accounts, but rather local accounts and groups on each server. References: [Avaya Workforce Optimization Select Installation Guide]
NEW QUESTION # 56
In the Avaya Workforce Engagement, which twostatementsabout framework license activation are true?
(Choose two)
- A. The License Registration Key isgeneratedbefore the Enterprise Suite is installed
- B. The License Reference number is generated when the customer order is placed
- C. License activation requires Enterprise Manager access to the internet
- D. The License Registration Key is generated during installation
Answer: A,C
Explanation:
Explanation
License activation requires Enterprise Manager access to the internet because it needs to communicate with the Avaya License Server to validate the license authorization code (LAC) and generate the license registration key (LRK). The LRK is generated before the Enterprise Suite is installed and it is used to activate the framework license during the installation process. The license reference number is not generated when the customer order is placed, but it is provided by Avaya after the order is processed. The license registration key is not generated during installation, but it is entered by the installer to activate the license. References:
Selecting entitlements to activate - Avaya
Avaya Engagement Platform
NEW QUESTION # 57
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